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Creatio is completely customizable to meet your needs
June 30, 2023

Creatio is completely customizable to meet your needs

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Creatio

Landmark Cinemas uses Creatio for our Sales team as a CRM. Creatio has proven to be very customizable for our unique workflows and business cases. By automating business processes, we have eliminated a large portion of our administrative tasks and can better focus on building and nurturing client relationships. The low-code structure allows for quick and easy changes without programming knowledge or experience.
  • Visually building out business processes
  • Extremely customizable
  • Marketplace has plenty of free and useful apps
  • Some documentation in the Creatio Academy is outdated or could benefit from video examples.
  • Automated workflows have decreased time spent on contracting, invoicing, and reporting. (estimated at 40 hours per user saved per year)
  • Forecasting and dashboards create clear, real-time line of sight on KPIs with revenues exceeding plan by 10%.
We previously used Salesforce as our CRM. While it has great functionality, we found it to be cost prohibitive to always require consultants to configure and update as our business needs or processes changed. No other platform reviewed ticked as many boxes as we needed in its customizability. Creatio and their partners also took the time to understand our unique business needs and how Creatio could be adapted to improve our workflows, rather than how our business could be changed to fit their software.

Do you think Creatio delivers good value for the price?

Yes

Are you happy with Creatio's feature set?

Yes

Did Creatio live up to sales and marketing promises?

Yes

Did implementation of Creatio go as expected?

Yes

Would you buy Creatio again?

Yes

Changing CRMs can be a very daunting proposition. Creatio's Support and Customer Success teams have been nothing short of fantastic as we recently navigated this change. The regular check-ins helped ensure we had the tools we needed to be successful. I do not have any programming background or experience. Creatio's low-code design has allowed me to implement the majority of changes very easily without additional third-party consultants. Some of the resource documents have not been updated to current versions of the software and/or would benefit from 'How to' videos for the novice user/administrator.

Creatio Feature Ratings

Low-Code Development
8.7
Visual Modeling
10
Drag-and-drop Interfaces
8
Platform Security
8
Platform User Management
8
Reusability
9
Platform Scalability
9

Using Creatio

9 - B2B Sales and associated Finance team. We are actively considering expanding functionality to include additional users and their workflows.
1 - Understanding of the different User roles and their needs within Creatio. Being able to break down processes into component parts.
  • Advertising Sales
  • Event Sales
  • Product Sales
  • Customized calendar invites for internal stakeholders with event details
  • Utilizing an integration with PandaDoc to share contracts and event tickets
  • Building workflows for Loyalty, Partnerships, and Media Marketing.
We have always used a CRM and Creatio has proven to be much more effective in meeting our needs than our previous provider. Its customizability will allow us to adapt this product as our business may change in the future.

Evaluating Creatio and Competitors

Yes - We were previously using Salesforce for our CRM needs. Salesforce can do almost anything, yet comes with a hefty price tag in the form of per user fees and consultants required to make any changes in your environment. With a small initial investment on implementation (3 year ROI), we were able to customize based on our unique processes, integrate with additional third-party apps for contracting and payment processing, and expand our user base.
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Customizability. Our industry has unique workflows that did not fit with any 'out of the box' software. Several other providers focused on how we could use their software (and predefined workflows), rather than how their software could be adapted to best fit our needs. Creatio won over my team.
The only concern we had was with our implementation consultant. Our implementation was delayed two months and ended up over budget. Thankfully Creatio stepped in to close the gap and get us going on their platform. In hindsight, I should have spoken with several implementation partners once we had identified Creatio as our CRM of choice.

Creatio Implementation

The project manager for our implementation was great to work with and took the time to understand our business. We felt very comfortable going into the project with a reasonable scope of work to provide us with a functional version of Creatio to meet our needs. Unfortunately, we came across multiple challenges with this partner in their deliverables and timelines. Thankfully Creatio was able to provide support resources to ensure we were able to launch. We have since changed partners for our third-party support.
  • Third-party professional services
Change management was a small part of the implementation and was well-handled - Ideally, we would have started the implementation with more lead time so we could train in this CRM side by side with our previous system.
  • Implementation was delayed.
  • Implementation would have been over budget without reducing the scope.
  • Quotes for additional work outside of original scope were excessive.

Creatio Training

  • Online Training
Most of the roadblocks to learning were not discovered until the users were actually in the system using it on a day to day basis. Our Customer Success Manager has offered to setup additional training sessions as needed to close the gaps in our learning. Some areas which required some additional training are setting up filters, dashboards, and generating reports.

Configuring Creatio

If you can think it, you can create it, within reason. For example, you can create business rules in any section to hide, show, make required, or populate fields, etc. This is a simple process that is easy to setup; however, you may need to do this multiple times even if the same criteria are being used. The If/Then logic only allows for one action if the conditions are met.
Make sure you have a development environment if you are one who wants to tweak your environment over time and implement new features. The additional license is well worth the cost to be able to configure and test separately from your live server.
No - we have not done any customization to the interface
Some - we have added small pieces of custom code - The majority of this was done by our implementation partner.

Creatio Support

Support has been very quick to respond to requests 24/7, and our Customer Success Manager has been extremely helpful in following up on our behalf for issues or questions outside the normal scope.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We have a Business Support plan which has worked well for our needs. User hours closely mimic support hours so there was no need for the additional 24/7 support that Premium would offer.
Unfortunately, there is no easy way to view all attachments within Creatio, so we were looking to add a business process to periodically delete large and/or dated attachments. Instead of providing a reference document or email with instructions, the support team built this process for us to ensure it would meet our needs.

Using Creatio

By being able to customize all aspects of Creatio, we were able to eliminate anything (and everything) that Users would not need for their role. Successful training on our system can be done in hours where previously it would have taken weeks for the same level of comfort.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Updating the layouts and views of any section are simple drag and drop.
  • Building business processes is visual and intuitive for logical thinkers.
  • Everything is customizable to your business case.
  • Creating printable reports requires additional training for the average user.
Yes, but I don't use it

Creatio Reliability

I can see the promise of how it can be customized to other aspects of our business.
Other than the daily maintenance window where the server may be inaccessible for a few minutes, there have been no issues with accessing our Creatio site. The daily maintenance window is outside normal business hours so it does not affect our Users - just myself when I am looking to implement changes.
Some Users have reported slow responses from the server at times which seems to be localized. Users are based across four different time zones and the issue is intermittent.

Integrating Creatio

The initial set-up was completed by our implementation partner.
We use PandaDoc to send documents to clients populated with information from Creatio. This is only done in the 'Opportunities' section in our use case and has been fairly simple to set up. Any challenges were quickly resolved by the vendor.
Research and read up on the apps available through the Creatio Marketplace.

Relationship with Creatio

The sales process at Creatio was a positive experience. Unlike other vendors, Creatio had the implementation partner join the call, gather information, then prepare a quick demo in a later call based on some of our conversations. This was useful to illustrate how Creatio can be customized to our needs rather than us having to accept a "best fit" to some out of the box software or workflow. I appreciate how the Account Manager brought in knowledge experts to let the product speak for itself. The primary focus was never on price, timing, or the pitfalls of other CRMs.
Our Customer Success Manager (Olga) connects monthly for an update to share what is upcoming and check if we have any needs that can be supported. She has been fantastic to work with.